Asia Miles has the worse customer service out of all the airline loyalty programs in the world. Their phone system and website are not user friendly at all. I understand they are trying to make their customer to do everything online, but if they are making their website so not user friendly, people will have to end up calling or emailing them. (Oh, there's no email address on their website...)
I tried to change my personal information online but I don't have a PIN. In order to retrieve a PIN I have to submit my membership number and email address. So after entering these info, an error message popped up saying these info doesn't match their database. Ok...Then I saw "send us your queries" for members only. And I thought I could get some help there, but no! Because it's asking for my membership number AND my PIN which I don't have! So I end up calling their 24/7 CS hotline, which I was put on hold for more than twenty minutes. At first I thought maybe they are busy in the weekend perhaps I should call back during the week. But it doesn't matter because even I called early morning weekday there's still no one answer. It's like they purposely put you on hold for a long time so that you will give up eventually. It makes me wonder if anyone really work at their office. Oh, aother funny thing about calling Asia Miles CS hotline is they will ask you to do an optional three minutes customer survey after you spoke to their CS rep. I guess this survey doesn't make much different after all because the customer might have already hung up after a long wait.
It is disappointing to know how poor Asia Miles' customer service is. They need to improve the quality of their service if they want more people to join their program. Now I'm stuck with the online check in because I don't have a PIN. Instead I will have to go to the airport a few hours prior my flight time in order to grab a good seat. It's like back to the 90's...
In order to help your friends or family who have Asia Miles, please give them this email address firstname.lastname@example.org if they need to email them. But don't expect a fast response. Last time I was trying to login to my account but don't have a PIN and I waited two days for their response. I think there's only two people working for them. Unfortunately in Asia they are the biggest airline loyalty program that's why if you travel a lot in Asia you have to use them to accumulate your mileage. However, if you know you are only going to fly with Cathay Pacific, then I would suggest you to use their own loyalty program, which is the Marco Polo Club. It's something like HK$50 per year membership fee and you get more perks with them when you check in or at the gate. At least they have a separate counter for all club memebers.
I remeber looking up redeeming a flight ticket on Asia Miles too and I think the lowest is 50000 miles from Hong Kong to Asia. From US to China is probably 80000 miles or more. I'm not sure though. I suggest you to get your login and PIN for your account rather than talking those idiots at Asia Miles. It's much more efficient that way. Good Luck.